Customer Advocate

Closing date, 30 November 2017


Division:
Interaction Center

Location:
Selangor

Experience:
1 to 2 Years

Vacancies:
25
SPM qualification, with minimum 1 to 2 years of relevant contact center working experience in the customer care industry. Fresh degree & diploma holders keen in joining the customer service industry are encouraged to apply. Passionate about computer peripheral/gadgets and is IT-savvy. Exceptional verbal and written communication skills in English & Bahasa Malaysia. Energized and loves working with people. Able to work in fast-paced environment and can handle all kinds of customers with ease. Demonstrates a positive and service-oriented attitude. Able to multitask, display traits of resourcefulness, self-motivated and possesses good problem solving skills. Able to work on rotational shifts and long hours, including on weekends/public holidays.
Identify and handle customer inquiries via calls, email & chat completely, effectively and accurately to the satisfaction of customers. Educate customers about the organization's products and services and direct them toward available resources for self-help. Maximize opportunities to up sell or cross-sell company products and services in accordance to guidelines given. Handle all assigned responsibilities and duties on a timely manner and achieve predetermined individual as well as team targets based on goals, KPI and incentive programs while adhering to qualifying criteria. Execute all ad-hoc and marketing call-back campaigns accurately, timely and professionally. Ensure that all actions taken to handle a customer’s enquiry / problem / complaint are in compliance with the company standard operating procedures & policies, and to escalate the matter to the relevant higher authorities in the event of exceptions. Keep abreast with all the latest information on the company products, services, marketing plans, procedures as well as any changes in policies and standard procedures, and communicate such information accurately to our customers. Provide feedback and constantly review your overall and teams performance for improving deliverables to ensure elevated customer service experience. Be proactive and liaise within the units in Customer Care on any related issues that can help improve on service, procedures or working environment of the department.
Candidates that possess the following attributes will be a definite advantage; - General technical knowledge and hands-on experience with various OS platforms (e.g. MS Windows, Mac OS X) - Logical problem solving ability for IT and telecommunication gadgets - Knowledge of additional language (Chinese/Tamil)
1. Telephone communications skills listening skills questioning skills matching & mirroring using positive language using appropriate terminology clarity of content and style of delivery voice skills 2. Customer care skills empathy skills complaint handling skills dealing with difficult calls able to work towards customer solutions constantly keeps customer informed 3. Customer orientation talks to customers to understand their needs places meeting the customers’ needs as top priority differentiates between different customers’ needs and acts accordingly delivers what has been agreed with the customer 4. Teamwork participates willingly in the team completes own share of work, helping others out in times of crisis or overload shares ideas and information with colleagues supports others in times of pressure sensitive to others’ needs 5. Product knowledge aware of the full range of products puts effort into ensuring that product knowledge is constantly kept up to date 6. Systems knowledge comfortable using all aspects of internal computer systems and telephony systems able to find way around system to meet customers’ needs able to use system at same time as talking to customer by phone remains calm when faced with system difficulties 7. Resilient maintains standard of call handling under pressure treats every call as an individual and responds accordingly does not take negative customer feedback personally maintains a positive outlook and a sense of humour


Yes. Join us.

Fill in the form below or send us your CV to apply.

Personal Information

  • Please state your full name.
  • Please select your Nationality.
  • Please state your NRIC/Passport no.
  • Please select your gender.
  • Please state your Date of Birth.
  • Please state your email.
  • Please enter a valid email.
  • Please select your contact number.

Mailing Address

  • Please state your address street.
  • Please state your address city.
  • Please state your address state.
  • Please state your address zipcode.
  • Please state your address country.

Academic Qualifications

Please list up to three highest academic qualifications.

  • Please state your Degree/Diploma/Certificate.
  • Please select your academic year.
  • Please state your University/Institute.

  • Please state your Degree/Diploma/Certificate.
  • Please select your academic year.
  • Please state your University/Institute.

  • Please state your Degree/Diploma/Certificate.
  • Please select your academic year.
  • Please state your University/Institute.

Employment History

Please list up to three latest jobs.

  • Please state Company name.
  • Please state job title.
  • Please state job description.

  • Please state Company name.
  • Please state job title.
  • Please state job description.

  • Please state Company name.
  • Please state job title.
  • Please state job description.

Other

  • Please state your current salary.
  • Please state your expected monthly salary.
  • Please state your required notice period.
  • Please state earliest date available.

Attach CV

Please keep your awesome CV below 1MB. File types allowed: PDF, JPG, PNG, DOC/DOCX, PPT/PPTX.

  • Please provide your CV.
  • Please keep your CV below 1MB.
  • Please submit your CV as following format: PDF, JPG, PNG, DOC/DOCX, PPT/PPTX.

How did you find out about this job?

  • Please select your answer.